Dynamics 365 for Service Management Professionals


SKU: baf-1-1-1 Categories: , ,

This course has been formulated to empower Customer Service professionals with technical skills and understanding to provide support to business customers and track both individual and business progress over time. The course will give an overview of the customer service process in different organizations. This course will be delivered using real business type scenarios to help you understand the end-to-end Customer Service support capability of the platform (CoTS and bespoke capabilities). The sessions will involve Hands-on Training (HoT) Labs and interactive interview scenarios.

Course Content

Introduction to Service management concepts

System overview and navigation

Case management

Service activities management (Tasks, emails, phone calls etc.)

SLAs & Service Contract Management

Queues and Queue item Management

Dynamics 365 Knowledge Base and KB Article management

Reporting and dashboards (reports, charts & dashboards)

Interview Questions & Answers

14-day Checklist for Customer Service Pros


6 Days